We are again on the ether. Today we’d like to speak about one basic principal of successful business – loyal customers. This topic has already been written about in many intelligent books and articles, this topic is taught at courses at high educational establishments. And nevertheless, every time we face some low quality service we put a question: “Why do people not follow such very simple principals in working with clients as smiling to customers, listening carefully their requests and appreciating each single client?”
The client is a king! This should be clear to all service or product providers because operating in the world of overproduction the only thing that can save a company is the love of its clients! :) For, the Chinese will copy any product and immigrants from the third world countries will provide the same services at a much lower price! ;)
Let me show a typical example when a company loses the loyalty of its customers. My internet provider and I cooperated together for 4 years. I paid the most expensive tariff, technical services and other related services. Sometimes there were problems with the connection quality but they usually were quickly eliminated. And all of a sudden I find myself without internet for 1 day. Surely, I call to the technical service and the answering machine responds that there are problems on the line and provides no information about the terms of problem removal. Two days after, when I had already lost my patience, I called to the client support service and told them how long I had been the client of the company and how much important it was to retain customers (since we truly believe that it is much more beneficial to maintain contact with clients rather than to obatain attention of potential ones) and asked them to give me any information about when the problem with my internet access would be resolved. I was promised that my internet connection would come alive within one day.
A day after I call the client support service again and they communicated again the same message: technicians were working to fix all the breakages on the line; nobody knew when they would finish.
My patience has run out and consequently I am with internet now… and with a new provider! :)
Tuesday, 30 September 2008